A new study showed that despite advancements in computer technology, users still experience computer malfunctions, resulting in significant time wastage.
The study, recently conducted by the University of Copenhagen and Roskilde University, revealed that individuals spend an average of 11% to 20% of their computer usage time grappling with systems that do not work properly or are difficult to comprehend.
Computer Issues Wastes Time, Frustrates Users
Professor Kasper Hornbæk, one of the researchers involved in the study, expressed astonishment at the high percentage of time wasted due to computer issues.
He emphasized that frustrations arise from failing to complete everyday tasks, such as losing unsaved data during a critical moment or encountering system crashes. Hornbæk noted that involving ordinary users more actively in system development could help reduce these problems.
Another researcher, Professor Morten Hertzum, said that most frustrations primarily stem from performing ordinary tasks. Hertzum asserted that unresolved problems can continue to frustrate a large number of users.
"The frustrations are not due to people using their computers for something highly advanced, but because they experience problems in their performance of everyday tasks. This makes it easier to involve users in identifying problems. But it also means that problems that are not identified and solved will probably frustrate a large number of users," Hertzum said in a statement.
To investigate the issue, the researchers enlisted the help of 234 participants who spent several hours in front of computers daily for work. Participants were asked to report situations wherein the computer malfunctioned or was frustrated about being unable to perform their desired task.
The study revealed recurring problems such as system slowness, temporary freezes, crashes, and difficulty locating information. Surprisingly, even IT professionals encountered these fundamental issues.
The study also revealed that 84% of the reported episodes had occurred previously, and 87% were likely to recur. Hornbæk noted that the same fundamental problems persist today as they did 15-20 years ago, with insufficient performance and lack of user-friendliness being the predominant categories of issues.
Loss of Productivity
Considering that 88% of Danes utilized computers or other devices for work purposes, the study implies that a significant portion of the workweek may be wasted due to computer problems.
This loss of productivity not only impacts organizations but also leads to frustration among individual users. Addressing these challenges could yield substantial societal benefits. Hornbæk suggested that resources should be allocated to revamp how computer faults are presented to users.
Shielding users from unnecessary information during problem-solving processes and providing seamless backup systems could enhance productivity. Additionally, involving users more actively in the design of user-friendly systems can mitigate frustrations.
The study's findings imply that the responsibility lies with system developers rather than users themselves. By acknowledging the need for improvement, the researchers hope to foster a greater focus on creating more user-friendly systems in the future.
The team's findings were published in the ACM Transactions on Computer-Human Interaction.
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